Delaware’s Experience with Program Review

1. Delaware’s Experience with Program Review

2. We were doubly lucky… We had TWO program reviews!!!

3. Our Process • The Checklist • Task Assignment • Preparation of Advance Materials • Creation of Presentation Framework • The Visit

4. The Checklist List of requirements from technical assistance guidance

6. Task Assignments Charge to staff

7. Preparation of Advance Materials • Notebook • Narrative • Evidentiary documentation • Box of goodies • Samples of products

8. Creation of Presentation Framework • PowerPoint presentations • Brief history • Report on State Level Activities • Report on State Leadership Activities • Discussion of data • A cohesive story rather than a point-by-point regurgitation of data

9. Delaware Assistive Technology Initiative RSA Program Review October 2009

10. Device Loans WHO WHAT • Our Customers • Only eligibility criterion is Delaware residency • 326 individuals served with device loans in 2007-2008 • 505 individuals served with device loans in 2008-2009 WHERE WHEN HOW

11. Device Loans WHO WHAT WHERE WHEN HOW

12. Device Loans WHO WHAT • Customer Satisfaction • 07/08 – 100% satisfied • 90% highly satisfied • 08/09 – 99% satisfied • 88% highly satisfied WHERE WHEN HOW

13. Device Loans WHO • Our Staff • Each ATRC has an AT Specialist and an administrative support professional • AT Specialists routinely access professional development to maintain state-of-the-art knowledge and skills • Committed to customer service and customer satisfaction WHAT WHERE WHEN HOW

14. Device Loans WHO • New Castle County ATRC WHAT WHERE WHEN HOW Marvin Williams Joann McCafferty

15. Device Loans WHO WHAT Kent County ATRC WHERE WHEN HOW Eddie Jory Beth Shinn

16. Device Loans WHO • Sussex County ATRC WHAT WHERE WHEN HOW Dan Fendler Sandy Walls

17. Device Loans WHO • Vast inventory of devices • Only service of this type and magnitude in the state • Considerable investment over the years • Searchable on the website • Maintain “wish list” of equipment WHAT WHERE Recent $60K award from DE DOE WHEN HOW

18. GoTalk 20+ 2 Vantage Lites Tobii C8 2 GoTalk Buttons SpringBoard Lite Lightwriter SL40 DynaVox V TechSpeak 32

19. 5 iPod Touch devices 6 TouchSmart tablets 3 TouchSmart IQ800ts 6 Kindle devices 3 PowerLite Projectors 8 Netbook N120s Pulse Smartpen Sony Reader Digital Book

20. Device Loans WHO WHAT • 544 devices were loaned in 2007-08 • 846 devices were loaned in 2008-09 WHERE WHEN HOW

21. Device Loans WHO WHAT WHERE WHEN HOW

22. Device Loans WHO WHAT WHERE WHEN HOW

23. Device Loans WHO • Loans arise from: • Service provider need for equipment • Trainer need for demonstration equipment • Demonstrations • Contacts at exhibits, health fairs, awareness presentations • AT Messenger articles • Need for temporary/replacement device WHAT WHERE WHEN HOW

24. Device Loans WHO WHAT • The Loan Process • Contact form • Loan documentation • Return reminder (if needed) • Customer feedback form WHERE WHEN HOW

25. Device Loans WHO WHAT • Loan challenges: • Keeping inventory current • Multiple renewals • Failure to return equipment WHERE WHEN HOW

26. We are mad about data! DataDiscussion

27. Data Collection Infrastructure • Our data collection procedures are formalized • Significant investment in conceptualization of data structures and collection procedures • Data collected in paper form • Forms customized to reporting requirements • InfoSys: database customized to our specifications • All staff trained on data collection procedures • The Notebook serves as a reference document

28. Data Collection Infrastructure • ATRCs are responsible for demo and loan data, event data, individual BOLD data • Individual information entered into database • Data tabulated • Sandy responsible for AT Exchange data • Eileen & Joann responsible for financial loan program data • Sonja maintains BOLD financial data

29. Activities Data • We encounter few data collection challenges. • Our investment in building relationships with our customers facilitates data collection. • We have direct contact with the majority of our customers. • Our ATRC structure gives us “reach” into all sectors of the state. • Our large inventory enables us to address equipment needs across life domains.

30. Activities Data • Two areas in which the data could be more complete • We don’t always know the “buyer” in an AT Exchange transaction. That’s the price of a system that empowers individuals to act on their own behalf. • We need to secure evaluation data for all of our training sessions. • Those for which we are not the host/sponsor • Need format that more effectively informs planning

31. Activities Data • Utilization of all activities continues to increase. • Clarification of some amorphous data guidance will strengthen validity and comparability across states. • Activity numbers at times reflect emphases in other program areas. • Sometimes there is a “back story.”

32. Achievement of Measurable Goals • Long- and short-term goals established with input from staff and Advisory Council • Grounded in baseline data • Objective was to be ambitious and realistic • We achieved FY2008 short-term goals for all dimensions of access and acquisition activities

33. Achievement of Measurable Goals

34. The Visit • Staff gathered in one location • Webinar • PowerPoint • Live connection • Planned for 3 two-hour sessions

35. Afterward… • Follow-up requests for information

36. Useful Features • Links to website • Video tour of an ATRC • Comparison of annual data • Inclusion of data in programmatic discussion • PowerPoint carried the basics; the live component supplemented and elaborated

37. Lessons Learned • HUGE amount of work • It took a village • Valuable opportunity to reflect • Design of state’s response sets the tone • Thorough • Anticipated questions & addressed them proactively

38. Advice? • Allow adequate time for preparation • Supplement your data with the stories • Tell it like it is • Don’t forget humor!

39. The End We thank you for all the time and effort that you devoted to this process.